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Customer Success Manager
Eastern US Remote
Posted on 7/19/2022
INACTIVE
Locations
Washington, DC, USA • Tampa, FL, USA • Raleigh, NC, USA • Philadelphia, PA...
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Management
Sales
Splunk
Requirements
  • Minimum of 3 years in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune 1000, mid-tier, start-up companies, or Public Sector organizations
  • Since this role is essential to Splunk's customer success initiative, you will have a rich history of growing customer happiness, adoption, and retention
  • Confirmed ability to drive continuous product value
  • Experience developing product use-cases with customers
  • You will be a strong teammate, but still a self-starter
  • Since this role is customer facing, you will possess exceptional verbal, written, social, presentation, and interpersonal skills
  • Thrives in a multi-tasking environment and can adjust priorities on-the-fly while still having the ability to focus on details and be analytical
  • Good technical and problem solving skills coupled with the ability to provide quick resolution to problems
  • Prior experience conducting workshops to customers and discussing pros cons of implementing various technologies and business value
  • You have played in the Enterprise and/or cloud software space
  • Experience navigating and steering customer engagements to completion with a high level of customer happiness
  • Willingness to travel up to 50% (estimated average 25%). Since travel is based on customer and business need there may be more or less travel depending on location of customers
Responsibilities
  • Orchestrate overall relationship with assigned clients, which will include: Growing adoption, ensuring retention, and happiness
  • Work with clients to build Customer Success Plans, establishing critical goals, to aid the customer in achieving their objectives
  • Measure and monitor customer's achievement of critical and key performance indicators, reporting both internally to Splunk Account team and externally to Customer Sponsors and Executives
  • Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, and program status
  • Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services
  • Work closely with the Splunk Account Team (Account Manager, SE, PS and EDU) to find opportunities for new usage of Splunk across organizational functions
  • Work to identify and/or develop upsell opportunities
  • Advocate customer needs/issues cross-departmentally and program-manage customer concerns
  • Assist and provide expert deployment, operational standard methodologies and establish a Splunk Center of Excellence
  • Assist in workshops to help customers demonstrate the full value of Splunk solutions and lead periodic partner meetings
  • Provide insight with respect to the availability and applicability of new products and features
  • Support Professional Services with scoping, and selling follow-on and new service opportunities
  • Support Education Services in identifying and recommending staff training opportunities
  • Identify in cooperation with the Account team the key success criteria for Splunk deployment and drive customer happiness
  • Act as the Splunk liaison for Splunk technical inquiries, issues or escalations. This will include working with Splunk Support, Product Management (i.e. roadmaps), or others as needed
  • Maintain current functional and technical knowledge of the Splunk platform and future products
Splunk

5,001-10,000 employees

Data management & visualization platform
Company Overview
Splunk's mission is to address the challenges and opportunities of managing massive streams of machine-generated big data. Splunk is the leading software platform for machine data that enables customers to gain real-time Operational Intelligence.
Benefits
  • Medical, dental and vision insurance plans for regular, full-time U.S. employees — choose the best plans for you and your family. Plus: Health Savings Account (HSA), Life insurance and survivor benefits, Flexible Spending Accounts (FSA), Business travel and accident insurance, Voluntary Critical Illness & Hospital Indemnity
  • Eligible employees enjoy: 401(k) Plan with a company match, Employee Stock Purchase Plan (ESPP), Equity awards, Bonus or commission program
  • We support you and your family: Paid parental leave, Mother rooms and wellness rooms, Family Planning
  • Your work/life balance is important to us, that's why we offer: 16 company holidays, 15 vacation days, 10 sick days, 10 bereavement days, 5 volunteer days
  • Ensuring our employees' success goes beyond insurance plans: Education reimbursement, Electric car charging stations, Employee Assistance Program (EAP), Stocked kitchens, Gym discounts/onsite fitness centers, Pet insurance discount, Student loan resources, Cool workspace with collaborative environments, 529 College Savings Plan
Company Values
  • Innovative: We’re passionate about our customer success. We keep our energy laser-focused on giving our customers the best possible and most trustworthy experience, driven ultimately by integrity. After all, we’d be nothing without them.
  • Open: We never stop learning or striving to create a positive impact. The work we do matters. We innovate at warp speed to disrupt the world's notion of what’s possible.
  • Disruptive: We are humble and value openness and honesty. We speak our truths mindfully and in consideration of others. Candor is cool - respect is required.
  • Fun: We embrace the ride (preferably in a Splunk t-shirt). We take our work seriously, but not ourselves. We weave an irreverent and infectious sense of fun into everything we do.
  • Passionate: We cultivate an inclusive environment where all backgrounds are celebrated. Striving for equity and embracing our individual uniqueness is our secret sauce. And it will only make us stronger.
  • #WeAreSplunk: We represent many functions and regions but are one team. We value each other's efforts and moonshot ideas. And we celebrate highs, and learn from lows, together. We trust and rely on each other. Remember: There’s no “I” in Splunk.